ACES: Airport Customer Experience Specialist


The Airport Customer Experience Specialist course is an introductory level course that provides students with foundational knowledge on how to design, build and implement a customer experience strategy for your airport.

This designation is required in level 2, 3, 4 and 5 of the ACI Customer Experience Accreditation programme.

Learning Objectives

On completion of this course participants will be able to:

  • Be prepared to accompany the airport towards customer experience accreditation.
  • Understand the roles and responsibilities of a customer experience professional involved in customer experience management.
  • Contribute to a customer experience program.
  • Understand the concepts behind the eight (8) domains of the airport customer experience model.

Who Should Enrol?

  • Airport Customer Service and/or Operations Directors, Managers, Officers, and Staff.
  • Airport Marketing and Commercial Managers and Staff.
  • Airport Public Affairs and Communications Directors, Managers, and Staff.
  • Airport Security Managers, Supervisors, and Staff.
  • Supervisory and Managerial Airport Staff who have external and/or internal customers.

Course Content

The Airport Customer Experience Specialist courses consist of the following seven modules.

Introduction to Customer Experience Management

  • What is Customer Experience Management and why is it so important?
  • The ACI Airport Customer Experience Accreditation program.
  • Key success factors for managing customer experience in airports. 
  • Programs, services, and resources offered by ACI to help airports better manage customer experience.

In the Customer’s Shoes

  • The importance of putting yourself in the customer’s shoes when managing customer experience.
  • Gathering and sharing Voice of the Customer (VoC) information, developing segments and personas, and conducting customer journey mapping.

Customer Research and Data Analysis

  • Key steps in the research process.
  • Quantitative and qualitative research methods. 
  • Generating insights from data to inform the airport’s customer experience management program.

Customer Experience Strategy

  • The role of customer experience in the strategy and branding of an airport.
  • Key components of a customer experience strategy and their importance.
  • Defining and implementing a customer experience strategy.

Service Improvement and Design

  • Operational improvements that improve service quality.
  • Designing new experiences to deliver the brand promise.
  • How to build and follow a customer experience plan.

Customer Experience Indicators and Dashboards

  • Selecting customer experience indicators.
  • What a customer experience dashboard is and how to build and customize one for your airport. 

Customer Experience Culture

  • The importance of building a customer experience culture.
  • Levers to increase employee engagement.
  • Developing strong governance to drive customer experience.


This course includes an integrated online assessment.

Candidates must successfully complete the assessment to receive a Certificate of Completion.

Course info

  • Level: Certificate
  • Duration: 14 Hours
  • Language: English
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$945.00 USD